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Herb Chambers Honda of Burlington - Service Center
Burlington, MA
1,695 Reviews
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1,695 Reviews of Herb Chambers Honda of Burlington - Service Center
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March 25, 2010
UPDATE TO DEALERSHIP'S RESPONSE: In regards to your UPDATE TO DEALERSHIP'S RESPONSE: In regards to your response Jerry, I think you're trying to save face. What I was more upset was how John handle UPDATE TO DEALERSHIP'S RESPONSE: In regards to your response Jerry, I think you're trying to save face. What I was more upset was how John handled the situation and how he talked to me. Considering all of the incompetence I have dealt with at numerous Honda dealerships (including yours), my comment was justified. So instead of trying to sympathize with the customer, John insults them. You have no idea what I have been through with my car. You wouldn't know because it wasn't your $30,000 purchase. And John stated I was ungrateful. Well, if the job wasn't done right, what should Ihave been grateful for?? The oil level was still a good quarter of an inch over the top mark and since both John and the tech should be very familiar with something as the engine oil level, they should have made sure that the level was between the upper and lower mark, which is what I wanted and stated! After my exhausted experience with HOnda, the fact that you couldn't even do a job as easy as that was understandably VERY frustrating for me. Not only that, but John had to insult me. Just completely disgusting!! The fact of the matter was that the job wasn't done right. And your so-called "brake inspection" was not an inspection. John having looked at the right rare brake pads was not categorized as an inspection. So, before you tell me that you did a goodwill service and that I should have been grateful for a job that wasn't done right and not charging me for a so-called brake inspection for a widespread issue that Honda has not taken responsibility for, maybe you should re-think the situation and how John reacted. In addition, your dealership actually caused damage to my car. When I brought my car in last year because it was keyed, John had his re-con guy wet sand the scratch without my consent. If the wet sanding was going to create really bad looking swirl marks, John probably should have told me that beforehand. Not only did you not get the long scratch out, but you just made it look worse. Lastly, my oil change I had done last time I visited your dealership was surprisingly done right, but I didn't have a good experience with John Silva. He was very condescending and basically told me what work should and shouldn't be done to my car. It's my car and I should decide what work be done so I am satisfied with my purchase. I brought my car to your competitor and they were MUCH easier to deal with to get the estimate that John failed to give me. Initial Review: On January 15, 2010, I brought my 2009 Accord in because the Service Manager, John Flannery, had agreed to fix my engine's oil level as it was filled too high (at least .75 quarts too high). He also agreed to take a look at my brake pads to make sure they weren't experiencing premature wear like so many other 8th generation Accord owners have been experiencing. It was just a matter of letting a little bit of oil out and simply examining my brake pads. Simple request! Keep in mind that I had a current case with Honda due to having a whole host of issues with my brand new Accord since week one. Herb Chambers Honda of Burlington is one of the many dealerships that knew of my issues, but was one of the few that had not attempted to take a stab at the issues that so many other dealerships had failed to fix or even address. John, however, knew very well about my case and the issues at hand and even knew that I hired an attorney to help get the ball rolling.And he very well knew the horrible, horrible time I had been having with my car. John had even agreed to take a stab at my issues, unlike the many other Honda dealerships who didn't want to help me because they didn't want to be involved in the case (this request was in progress). Despite the seriousness of the case at hand, John was still highly unprofessional and just made my severed relationship and horrible experience with Honda and the many Honda dealerships in the area that much worse. In a nutshell, John sugar-coated my request to have the oil level fixed. He supposedly had one of his techs let a little bit of oil out, but didn't ensure that the oil level was where it was supposed to be in the first place. This is something he should have confirmed with the customer. My mistake was that I trusted them and assumed they did the job right and that he'd take care of it like he said he would, especially considering the seriousness of my case with Honda. Low and behold, I checked my oil level later that day and the oil level was STILL at least a quarter of an inch over the level that it should have been. This issue was minor compared to the other issues I have been experiencing with my new car, but what I was most upset about was how John reacted to my dissatisfaction with the job. I called the dealership and spoke with one of his techs and rightfully complained later that day. The tech was unsympathetic and didn't help me at all. I then called John the next day and expressed how understandably dissatisfied and disappointed I was and his words to me were and I quote "you're ungrateful and if you have a problem with me then don't come to my dealership." Ungrateful??? Simply fixing my oil level was the absolute LEAST that Honda could had done for me, especially considering that they hadn't been able to fix anything!!! From the squealing brakes to horrible creaking sound coming from the back of my car! They couldn't even fix my oil level!?!? And then John yelled at me for telling his tech that they were incompetent. And instead of taking accountability, apologizing (especially considering the seriousness and sensitivity of my current case with Honda), and also seeing what he can do/take action to make the customer feel better and tell them what he'll do to correct the situation, he made the customer feel as though that they had no right to complain and that they should be satisfied even though the job was not done right. That's essentially what he was saying. John Flannery is apparently burnt-out and/or simply doesn't like his job. He is short-tempered, belligerent, and has no sense of what good customer service truly is. He doesn't belong in the role that he's in. If he liked his job, he'd do a better job at it and wouldn't treat and talk to customers the way that he treated and talked to me, especially someone who had purchased a $27,000 product from Herb Chambers. John has a thing or two to learn about customer service as well as how to treat people in general. Apparently, he doesn't deal well with understandably upset customers, which is really a true test of how well you are at customer service, especially in a management role like John. After speaking with John Flannery's Senior, Jerry Salois, I concluded why John treated me the way he did and that is because he knew he'd get away with it. After speaking with Jerry, he did apologize but didn't agree that John was out of hand or that John should send me a letter of apology. Currently, I am in the process of filing a complaint with the Better Business Bureau regarding this dealership as well as the several other Honda Dealerships who treated me poorly (and I am talking about them shunning me and not wanting to even help me with my car and committing warranty breaches). I am also submitting a complaint to Mr. Chambers and outlining the series of horrible experiences I have had not only with management at Herb Chambers Honda of Boston, but with John as well. From the poor quality control surrounding my $27,000 purchase to the horrible, horrible customer service, I don't like the Honda brand and personally think that Honda is overrated. And it's individuals like John Flannery who really tarnish their dealership's and Honda's name. More
by AIFSGuy
Employees Worked With
John Flannery
December 17, 2009
I was at the dealership for an oil change when I was told the rear brakes on my "leased" three year old car had to be replaced. At the time, I was unable to afford the additional cost and I remembered receiv the rear brakes on my "leased" three year old car had to be replaced. At the time, I was unable to afford the additional cost and I remembered receiving a notice from Herb Chambers that they were interested in the CR-V model for their used inventory and they would be happy to evaluate may car for me. I asked the service department if someone would appraise the car before I went ahead and did the repairs. They were happy to oblige. I sat down with Amjad, the sales rep, went over the pros and cons of my situation. In the end, they were able to take my 2007 CR-V and put me into a 2010 for the same monthly payment. It was too good to be true! I was getting a brand new car for the same monthly payment and did not have to put any money out of pocket for repairs on the old one or expenses on the new. Everyone was very understanding and happy to help. I don't like high pressure tactics and making decisions under duress. I have to say, I never felt more comfortable in a car dealership than I did at Herb Chambers. More
by lubikr
Employees Worked With
Amjad Aslam, Amjad Aslam
December 01, 2009
I have been bringing my vehicles here for service for several years and have always been politely greeted in a timely fashion. I find their service personell to be very friendly. I have recommended famil several years and have always been politely greeted in a timely fashion. I find their service personell to be very friendly. I have recommended family and friends to service or purchase their vehicles from this dealer. Many of them has chose to use herb chambers and have also had wonderful experiences. More
by Bethdes45
Employees Worked With
Phillip and John
November 18, 2009
I currently am driving my 4th Honda purchased at Herb Chambers Honda of Burlington. That right there should tell you everything. The sales and finance people have made each purchase a great experience. Chambers Honda of Burlington. That right there should tell you everything. The sales and finance people have made each purchase a great experience. I tell everyone about "my" car dealership. I also have my cars serviced at Herb Chambers. My most recent trip in was for a sticker and an oil change. As always, a friendly group of customer service people leads to an enjoyable experience. The best part for me is the free car wash and vacuum. I never have any worries when I leave there. THX Herb Chambers. I'll be back. Kathy More
by choe40
Employees Worked With
Phil in service
October 11, 2009
Since I purchased my 2007 Honda Accord from Herb Chambers Honda of Burlington in September 2007, I have had the opportunity to visit the Service Department on a few occasions for periodic oil change(s), a na Honda of Burlington in September 2007, I have had the opportunity to visit the Service Department on a few occasions for periodic oil change(s), a nail in my tire and vehicle service warranty checkups. I have always been greeted courteously and professionally by the Service Department personnel, especially by Christopher Glen, Jessica Johnson and Christine. They will make sure your vehicle is serviced properly, ask if you have had any issues with your vehicle and make sure your service is performed in a quick and timely fashion. They will give you an estimate of how long a wait it will be before your vehicle service is completed and make sure your auto is returned clean and the service required is performed properly. If a part is needed for your auto and it is not in stock, they will place the order for you and make sure you know when the part will be available for installation via a telephone call but you will be given an estimate prior to leaving the dealership. (I needed to replace my center console on the dashboard--it was defective--the part was delivered within a week and the installation service was prompt and efficient.) I highly recommend the Service Department at Herb Chambers Honda of Burlington. You will not be disappointed if you work with Christopher Glen, Jessica Johnson or Christine. More
by cobbie1010
Employees Worked With
Christopher Glen, Jessica Johnson & Christine
October 10, 2009
I purchased my Honda Accord new in 2004. Since then all I purchased my Honda Accord new in 2004. Since then all service has been done by Herb Chambers of Burlinton. I have recieved great service since that I purchased my Honda Accord new in 2004. Since then all service has been done by Herb Chambers of Burlinton. I have recieved great service since that time. Recently I had new rear brakes installed and was very pleased with the work. I always refer people to buy there Hondas at this dealership. Laurie Cantwell in sales was very helpful with purchasing the car. More
by Anthony Lemmo
Employees Worked With
John Silva, Laurie Cantwell
August 10, 2009
Chris was very attentive to my needs and kept me well informed of the progress of my Honda being serviced.He let me know the issue I was having was covered under warranty and there would be no charge for informed of the progress of my Honda being serviced.He let me know the issue I was having was covered under warranty and there would be no charge for this visit.I find the whole service team to be friendly,fast, and efficient and I will bring all my cars there for service. More
by mtcreamer
Employees Worked With
Chris
August 09, 2009
I have purchased 3 Hondas from Herb Chambers of Burlington since 2003. I have found the pricing of the new vehicles to be very fair and competitive; the service to be excellent, very fast and thor Burlington since 2003. I have found the pricing of the new vehicles to be very fair and competitive; the service to be excellent, very fast and thorough (easy to get an appointment), and the employees I have dealt with friendly, competent and helpful. I will purchase my next Honda from this dealership, and I have recommended this dealership to family and friends who have bought there also. I feel that I have been treated as a valued customer by this dealership. I sincerely appreciate this and that is why Herb Chambers Honda of Burlington is the only dealer that I will patronize. More
by awagner
Employees Worked With
Gerry Salois, John Sousa, Pauline Patenaude, Sarah Salois,
August 02, 2009
Came to the dealership w/ a 2004 Honda Element that had a bad knocking sound in the right rear. I suspected an issue w/ the shocks or suspension. The service area was very busy, but after a short wait, the bad knocking sound in the right rear. I suspected an issue w/ the shocks or suspension. The service area was very busy, but after a short wait, they took my information and car keys and said it would be 45-60 minutes. Within about 40 minutes, I got a call, confirming the shock had to be replaced. They recommended some other service items that were coming due, but I declined. They estimated another 90 minutes to complete repairs. After almost 90 minutes, they called to say it would take another hour. Being a busy Friday afternoon plus the fact I hadn't made an appointment, I wasn't surprised by the delay and I appreciated the call. The waiting room has some magazines and TV, while there's a coffee machine downstairs. Finally, the car was done and I was quickly processed out. Overall, I can't complain about the experience. It looked like the service dept was very busy and they still completed the work in what I thought was a reasonable amount of time (3 hours total). I don't think they washed the car, but that's a minor point for me. I've seen plenty of complaints about Herb Chambers Honda, so I thought it fair to let folks know there are decent experiences too. More
by gfenn99411
Employees Worked With
Service dept (can't remember)
July 23, 2009
There is a real sense of caring for the customer. They are polite and very accomodating. Service on my car has met high expectation. John Silva service agent provides the knowledge, courtesy, and respec are polite and very accomodating. Service on my car has met high expectation. John Silva service agent provides the knowledge, courtesy, and respect for a customer. There is a sense that he really cares. John is an asset to Herb Chamber Dealership. The manager at the Service department appears to be a calm, knowledgeable and fair business man. More
by Berna
Employees Worked With
John Silva
